Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/31/2022

  Type:Billing Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  If you are ever in the need of HVAC work use caution with *** Corporation/Jackson Heating & Air. *** Corporation/Jackson Heating & Air. The guys that came to the house were good. I have no complaints about the workers or the work they performed. We were having the AC replaced through a warranty company we have used in the passed. We had *** to the house for the AC and furnace through the warranty company in the passed. When it came time to replace we had a fairly large upfront cost with no real explanation of what it was for. When I pressed about it they sent me an invoice that I paid an amount for “Modifications that may be needed” I was originally told I needed a pad, electrical, plumbing drain and plenum modifications to meet code. wasn’t happy but ok. Well after the install there may be some modifications to plenum and about 2 feet of seal tight conduit. So they charge you a fairly large upfront fee whether you need it or not and that’s it. I asked if you take your car in for service do you pay a large amount upfront just in case something’s wrong and get nothing back? The attached shows their vague attempt and how questionable their cost for what they did.

  Business Response

  Date: 09/09/2022

  *** Corporation is contracted by **** ******* ******** ***** to service customers that have contracts with them.  The customer, in this case, ******* *****, has a contract with *** not with *** Corporation.  Ms. ***** is not a customer of ***, she is their client. We are contacted by *** when they need a service done at one of their client's homes.  They furnish the major equipment, we handle the cost of labor, small parts, wire, repairs, etc.  We have no access to the contract Ms. ***** has with **** ******* ********. Thus, **** ******* ******** tells us how much to charge the customer according to what step they chose in their contract.  As with the paperwork given to Ms. ***** from ***, replacing the evaporator coil and the condensing unit had non-covered costs of $1,300 which is the amount charged to Ms. ***** by *** per Invoice # ******.  **** ******* ******** specifies that the amount of non-covered cost has to be paid upfront in order for them to get the service started. This is considered the customer's out of pocket cost.

  *** Corporation went out on a limb for this customer.  *** had told us it would be 5-6 weeks before they would be able to ship the coil and condensing unit.  We had our own equipment in our warehouse so we took care of Ms. *****s needs much sooner.  Ms. ***** needs to take this cost and structure up with **** ******* ********.  The *** cost given to us is out of our hands.  We performed our service, a job well done.

  
  

  Customer Answer

  Date: 09/09/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The issue is that the $1,300.00 that was not covered by the insurance that *** is claiming they did on our home(they never used those components that were non covered out of pocket cost) That is my issue. I never said the work was shotty or that they didn't install the Unit. The problem was they were charging for electrical in/out- an out of pocket it cost THEY NEVER DID ANYTHING ELECTRICAL IN OR OUT. Plenum (They never did that) Concrete Pad(They never did that) They submit work they are going to do..**** comes back and says what they will cover...IF *** would have done $1,300.00 worth of out of pocket cost that was uncovered...NEW concrete pad, Electrical in and out and Plenum. I would not be upset. Again it is like going to a mechanic and having them say it is going to cost $1000.00 cause you need tires, filter, and brakes....and you pay pick up your car and NOTHING WAS replaced!!!!! The business response was generic. They submitted things they new insurance wouldn't pay for and we paid and they only install what the insurance covered and pocketed the rest...Again...If you were paid $1,300.00 I want a break down of what everything you did line by line...I have asked for an itemized statement and they gave a generic invoice. Because they are being crooked. I know concrete is expensive and so our the other thing they said we needed but didn't get replaced. And if this was their daughter, mother, or wife they would think it was dirty business. They charged for things they did not use/do on our house. I know they did not use $1,300.00 of anything that they said on this install. I believe there should be a refund/credit of what was not used.
  
  Regards,
  
  ******* *****